Customer Care Assistant

About the Role

This is a fully remote position in New York, United States, requiring a 40-hour weekly commitment. Working days and shift times may vary. The Customer Care Assistant provides administrative support within the customer service team, working under a customer service team lead to keep inquiries organized and moving toward resolution. The assistant works with customers, support representatives, and internal service contacts to confirm information, prepare routine replies, and coordinate follow-up.

Key Responsibilities

• Monitor incoming customer emails, calls, and service tickets through a Support platform such as Salesforce Service Cloud, identifying requests that need acknowledgment or assignment.
• Review each inquiry for the customer's question, previous contact history, and missing service details before preparing it for the appropriate support representative.
• Confirm relevant customer contact information and update interaction notes in a CRM such as Zoho CRM, keeping entries clear and consistent with team instructions.
• Answer routine questions using approved product or service information, explaining next steps plainly and referring unfamiliar requests to an experienced support representative.
• Use a Contact-center phone system such as Genesys to receive customer calls, take accurate messages, and route inquiries to the appropriate support contact.
• Prepare concise ticket summaries that describe the customer's concern, checks already completed, and any information still needed to move the request forward.
• Coordinate follow-up with customers and internal service contacts when details are missing or a response remains outstanding, updating ticket status after each interaction.
• Escalate unresolved concerns, repeated contacts, or requests outside approved guidance to the customer service team lead, including relevant notes and prior responses.
• Confirm that customers receive the agreed response, record the outcome, and close routine tickets only after the required service steps are complete.
• Support quality reviews based on accurate information, turnaround, complete notes, and timely follow-up, using feedback to improve how inquiries are prepared and tracked.

Requirements & Tech Stack

• Support platform: Salesforce Service Cloud
• CRM: Zoho CRM
• Contact-center phone system: Genesys

Qualifications

• High school diploma or equivalent.
• Related experience assisting customers, handling email inquiries, or providing administrative support is preferred.
• Basic understanding of customer care practices, including courteous acknowledgment, clear explanations, appropriate routing, and dependable follow-through.
• Willingness to learn the support platform, CRM, and contact-center phone system used to organize customer interactions and service tickets.
• Clear written and spoken communication for answering routine questions, taking messages, and preparing useful summaries for the support team.
• Ability to check contact details, follow written procedures, and distinguish requests that need additional review from routine inquiries.
• Reliable computer, high-speed internet, and a quiet private workspace suitable for customer conversations and focused desk-based work.
• Availability for the 40-hour weekly commitment and agreed working days and shift times.
• Authorization to work in the United States.

Perks & Benefits

• Fully remote work from home with customer care responsibilities completed through online systems and phone conversations.
• Structured onboarding and training on Salesforce Service Cloud, Zoho CRM, and Genesys.
• Regular check-ins with the customer service team lead for feedback, questions, and support.
• Opportunities to build customer correspondence, ticket coordination, service knowledge, and accurate interaction documentation skills.
• Health coverage, paid leave, a 401(k), maternity leave, and bonus opportunities.